SONDER: The rise and fall

In November 2025, all Sonder guests received emails stating that their reservations were no longer valid, whether they had already checked in, were on their way to their destinations, or had booked the hotel fo their next holidays.
With no change in the situation, all Sonder hotels canceled bookings and closed their doors.

The lucky ones who proceeded with their bookings through the partner company Marriott Bonvoy received at least some customer support; the others who booked through other systems were left on their own.

This case study captures the Sonder bankruptcy in the middle and explains what happened to the guests amid complete communication silence.

- Analyze digital transformation strategies in hospitality
- Evaluate the strengths and weaknesses of plateform-based hospitality models
- Understand crisis communication challenges in digitally mediated services
- Develop a crisis communication response strategy
- Critically assess the role of technology in customer experience and trust

Crisis communication - Digital communication - Customer support

L3
M1

Hotel/ hospitality

PPT debriefing (13 slides)

Année de la problématique : 2025

Livraison : Livraison par lien de téléchargement

Nombre de pages : 11 avec 4 page(s) annexe(s)

Temps d'utilisation : de 4 à 6 heures

Code du secteur d'activité : 55 - Hôtels et restaurants